Session summary

Accelerate your digital service delivery

There is a lot of content emerging on Future of Work, but what does it mean in practice and where do you start your journey?

This practical, yet inspiring session on speeding the path of adoption to digital service delivery as a core component of your GBS model, focused on practitioner challenges and lessons learned.

Tune in to discover more about:

  • The interplay between people and technology when it comes to digital adoption
  • The importance of user experience and engagement when moving to a digital GBS
  • The role of measurement and what should you set out to achieve and measure that will prove the value and deliver certainty of success in a digital GBS
  • Tactics and strategies for creating efficiencies, reducing costs, increasing self-service support and measuring success

Watch on demand


Featuring a panel of industry experts

Manoj Kalra

SVP & Head of GBS

As the global head of the Group Business Services at DSM, Manoj’s responsibilities include managing Finance, Procurement, IT, Analytics & HR services. He has a proven track record of building high performing teams, defining strategy and managing operations across various global locations.

Prior to this role, Manoj has been associated with corporates including McKinsey & Co, Lehman Brothers, Reuters and Agilent Technologies.


Marcus Millership

Director, People Services & Solutions (Global Business Services) Rolls-Royce

Marcus has over 25 years’ experience in HR Business Partnering and HR Global Operations with a significant track record of delivering major change programmes and formulating and executing HR Strategy in multi-sited and complex organisations. He is experienced transforming

and delivering HR services in the US, Europe and Asia and in his current role as a member of the Rolls-Royce HR and GBS Leadership team, he leads HR Operations for over 50 countries. Previously, he’s held senior roles with Network Rail and Balfour Beatty.


Prashant Arora

Service Management Head – Global

Prashant is helping RB to transform its IT practices for better agility and elevated client experience. As an IT veteran with 12+ years of assorted experience in the best practices of ITSM, Agile, DevOps and more, he has worked with major organizations such as IBM, American Express, EMC and Wipro Technologies, with domain expertise in IT, Banking and Finance and Retail.


Mark Lewis

Senior Consultant

For over 30 years, and recognised in the market as one of the UK’s leading practitioners, Mark has specialised in transactions for, and advice on, the acquisition and use of IT products, systems and services and business process services, including all forms of outsourcing and managed and shared services transactions. Many of them are mission- or business-critical for his clients.


Mark Barlow

Founder and CEO

Mark is a technology entrepreneur and founder and CEO of AppLearn, a pioneering leader in the global Digital Adoption Platform market.

With over 25 years’ experience founding and leading successful technology businesses, his vision today is to help organizations bring certainty of success to digital transformation investments by re-engineering users’ digital experiences.